CATASTROPHE CLAIM
HANDLING CHECKLIST
Are you ready for a major Cat event?
Consider these
“Best-in-Class” tasks:
Prep Work Claim Management
 Update your Business Continuity
Plan (BCP) and distribute.
 Cross-train staff from other
departments, including periodic
work experience in Claims dept.
Solicit help from offices outside
the Cat area.
 Forecast claim volume using
Geographic Information Systems
(GIS) to identify policyholders in
effected area.
 Identify Cat adjusters who can
assist with handling claims.
For help reviewing or developing your Catastrophe plan, feel free to contact our Claim Executive:
Michael Griffin P +1 203 328 5526
© 2014 General Re Corporation
Communication Training
 Develop a training plan for
temporary claim staff.
 Select a "trainer" from outside
Claims, so claims can run full-tilt.
 Confirm availability of work
stations and equipment for
additional staff.
 Discuss reserving strategy with
senior management.
 Make contact with vendors who
can provide staff resources.
Manage costs by utilizing a
contract network.
 Prepare binders with coverage
forms, lists of experts, key
contacts and guidelines for
Cat adjusters.
 Determine whether Cat adjuster
licensing is required and if state
DOI will issue license waivers.
Identify the loss level that
requires a large loss adjuster.
 Meet with Cat adjusters and Cat
managers to review claim
handling guidelines and
distribute Cat binders.
 Assure timely initial contact with
policyholder.
 Use social media to
communicate Cat-related claim
info to policyholders/agents.
 Batch assignments by
complexity and location.
 Use field team managers and
re-inspectors to resolve
disputed claims.
 Complete file reviews and
re-inspections to ensure claims
are handled properly.
 Perform closed-file reviews.
 Revisit expenses.
 Review policyholder claim
service surveys.
For more details on ways to increase Cat claim
management efficiency and policyholder satisfaction,
read our article: genre.com/goodcatclaimhandling
E michael.griffin@genre.com
IT Help Needed “Go” Time
 Appoint one person and a
backup to communicate with
state DOI offices.
 Communicate with Loss Intake
to confirm increased claim
volume can be handled.
 Provide updated scripts to Loss
Intake to reflect changes in when
to expect initial contact.
 Advise agents and brokers about
claim handling changes or plans.
 Coordinate with IT to streamline
computer system access for the
temp claim staff.
 Verify that existing equipment/
technology can cope with an
increased volume of phone calls.
 Designate staff & resources to
process regular, non-Cat claims
during Cat event.
 Reserve hotel rooms before a
hurricane makes landfall — at least
50 miles from the storm’s path.
 Check if state DOI or Emergency
Management Agency will issue
Access Permits that allow reps
into restricted areas.
 Determine which vendors you
want to utilize more.
 Confirm SIU can commit
additional resources to
investigate fraudulent Cat claims.
 Forecast staffing needs to
replace departing adjusters.
 Keep a log of success stories to
help with later communications.
 Communicate cleanup needs
with your independent adjusting
companies so they can
manage staff.
 Solicit feedback from agents
and employees.
 Access what went right and
what went wrong.
 Update Cat plan.
IN /in/mpgriffin1